Service Delivery manager and Landscape owner is the Leader role within IT Service management lifecycle including Operations. Managing large Infrastructure for one of the biggest customers of T-systems. Responsible for handling all aspects of Infrastructure and their services throughout the lifecycle. Instrumental in the development of service strategy and accountable for the content of the service portfolio.• Providing operational support based on ITIL and Agile methodology for Private Cloud operations.• Daily operations. Managing the priorities and delivery quality of the teams that are responsible for daily operations of the underlying components• Financial results. Analyzing cost and revenue. Initiating cost saving and efficiency improvement measures.• Customer satisfaction. Handling escalations, proactive customer communication, monthly service level reporting.• Service Life cycle. Driving innovations, proactive remediation of End Of Life issues.• Identifying area of improvements in the tool/process and implementing the same; conducting monthly operational review with regional stakeholders to improve metrics and support KPIs• Planning requirement gathering, arranging workshops with different teams to plan strategies for executing system improvements, while keeping the existing functionality intact• Establishing and managing SLAs and OLAs, vendor contracts and reviews.• Interacting and working closely with security, compliance and audit teams.

• Accountable for delivering the run services towards a client and specific set of clients.• Work in relation with the SDM who is accountable for the overall contractual compliance of all services and projects.• Responsible for the services from all the SL (Platform, Storage, Backup, DB, Network, Security, Automation, Tools, Service Management)• Ensures that the Teams deliver according to the SLA, as well as managing the delivery of non standard client specific services.• Ensure consistency of delivery approach consistent with SL strategy• Manage Major Incidents client alert• Develop and maintain SIP SQP Transition to run sign off• Drive the identification of operational cost & efficiency savings• Supplier & third party management SLA services• Promote new service propositions to improve or extend the services to the client Contract• SLA Contract obligations Review and update SLA impact assessment of contract changes on service provision Financial• Achieve productivity & cost efficiency savings• Prepare SLA work orders changes quotes (content & costing)• Maintain unit costing volume, accurate forecasting and charging data (#work units service requests changes)• Identify SLA upsell opportunities• Client Reporting• Maintain SLA R&I log and follow up actions aimed at reducing risks to service and service credits• Resolution of operational issues arising from client disputes

• Introduce various types of automations related to improving the quality and efficiency of process and people productivity• Showcase industrialization benefits during client visits, Conduct client related workshops on certain improvement areas, end to end improvements with customer. • Propose Automation Solutions/ YoY Automation Savings inputs to the Sales/Pre Sales teams• Liaise with regional heads to plan and drive automation initiative(s). Assist engagement team in realization of Automation benefits post deployment• Contributing to build a Digi-Ops platform for customers providing end to end solution encompasses monitoring, integration, ITSM and Automation• Implement and Sustain the various industrialization related activities for ADM Office.• Drive initiatives with India industrialization teams• Involve in various types of automations related to improving the quality and efficiency of process and people productivity.• Coach and motivate the team to continuously improve and showcase benefits, both to customer and internally.• Data analysis on various metrics.• Reporting on industrialization prog

- Responsible for Service Delivery of large engagement which includes Data Center support , Network Operations Center Support (NOC Support Voice and Data), End User Support. - Delivery of Tools an Automation, BMC Remedy, IBM ESM Tools like TEM/Tivoli, CA Specturmo Interacting with different teams on client sides representing delivery organization. o First point of contact for handling escalations related to Service Delivery.o Getting client approvals on Service Invoices and Service Credits.- Service Review and Reportingo Managing weekly review calls, delivery of Monthly dashboards and Service Matrix’s. Presenting Monthly performance dashboard to clients.o Contribution to the project level documents such as Contract, process flow charts, status reports, dashboards, invoicing, and shift registers, SLA/KPI Reports etc.o Engaging quality teams, identifying executing Service improvements plans, Lean projects.- Process Managemento Delivering the services as per ITIL standards.o Responsible for managing different processes such as Incident Management, Problem Management, Event Management and Request fulfillment.o Contribution to root cause analytics and monitoring of implementing permanent fixes.o Responsible for Disaster Recovery and Business continuity- Resource/Team Managemento Develop, mentor and encourage teams to deliver, planning and managing resources effectively.o Responsible for setting up specific KPI’s and performance appraisals.o Co-ordinate with resourcing team /hiring teams for open positions as per the requirement- Compliance and Audito Participating in internal, external and client Audits.- Vendor Managemento Establishing relationships with new vendors and monitoring existing relationships with suppliers, external service providers and third parties.- Worked on Transitioning off-shoring of global, distributed delivery projects including on-shore/customer site knowledge transitions

• Deliver all Service Transition Projects and Programs in line with recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), where the successful implementation of service resource skills and processes are just as critical to project success as technology• Leading service take on process for SIS. • Deliver customer advocacy via exemplary Service Transition. • Deliver Transition program capabilities - Knowledge Transfer, Process and Procedure, Service & Projects Take On, Technology and Infrastructure, Contract & Finance management, Staffing, Set up, Transition Governance • Assist project managers, in smooth transitioning of the project from build phase to run phase. • Set overall direction for the Transition program team • Monitor progress to make sure client deliverables are delivered on time and within budget • Monitor stakeholder expectations and take corrective action to address gaps • Serve as the point of contact for the PMO lead and operations team • Communicate program performance to Capgemini internal stakeholders • Review the outcomes of the Service Transition Projects to determine any corrective actions that could be taken to improve future delivery in terms of cost, quality and customer satisfaction

• Responsible for DC and DR operations and Application support across India.• Involved in different stages of project such as Implementation, transition, tech transition.• Responsible for overall project P&L’s• Project Management• Execution of Quality Function.• Team Management • Single point of contact for client.• Implement and sustain Quality standards (ISO 20000, ISO 27000, ITIL, Lean, Six Sigma).IT Manager, ITIL, Change Management, Account Manager, Incident Management, IT Service Delivery

Responsible for IT setup in India, Data Center Build and Roll out of Retail operations